This was an ASUG webcast given by the ASUG Utilities SIG last year. Below are my notes. Part 1 is How to Offer MultiChannel Self Service – ASUG Webcast Summary Part 1
With the Multi Channel Service, "the customer has a uniform view of his business with the utility" including their billing history
Figure 1: Source: SAP
In Figure 1, the customer can see the outage map, and report an outage
The user can set up their profile, a payment account to manage credit cards
The customer can set up autopay to avoid alerts
The customer can set up communication preferences – paperless billing
They can enter meter readings
They can enroll in a payment plan
They can start a service with a guided procedure
Figure 2: Source: SAP
Figure 2 shows "What is in the box"
SAP says it comes with self-service features – move in move out, alerts, change products, outage management, view bills, schedule payment, auto-pay, overview of consumption data, enter meter reading results, manage contact information, payment information preferences
The application can send Service requests, helping the customer communicate with utility through the message center
SAP delivers two template apps and responsive UI
Figure 3: Source: SAP
Figure 3 covers more details and is a feature reference
Features are based on IS-U 6.04 / or CRM 7 ehp0
If only have IS-U you can run most of scenarios with some variance
Figure 4: Source: SAP
Figure 4 shows a high level architecture
It is based on SAP Gateway
The functionality is expose via OData Services, widely accepted, plugged in to multiple apps as web, mobile, IVR, email
SAP Gateway provides tools like service builder to extend standard solution
You can change OData Services or create new ones based on requirements
It is highly scalable and extensible
You use the Gateway user management in the standard solution; you can integrate into third party identity management
On the right – 360 view – the end user get an overview of past interactions with the utilities companies
Communication preference - the end user decides how the Utility communicates with him – paperless bill, or information by different channels
CapGemini survey: 56% of utilities provide mobile app but only 32% of the customers have favorable opinion of the app, so you want insights into usage across channels
If you have additional requirements you can use Hana Cloud Portal
Figure 5: Source: SAP
At the end of September 2014, SAP released a new version with new responsive UI
Start new release – AMI integration, anonymous meter reading, leverage smart reading
How to engage, web analytics, energy efficiency
After 2.0 looking at hybris integration, Cloud enablement
ASUG Influence council has 29 member companies with bi-weekly meetings to look at mock up validations, use case deep dives
Figure 6: Source: SAP
Figure 6 shows where to find more information.
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